Senior CX Design Strategy Analyst
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
How would you like to shape the future of customer experience by designing seamless journeys that unify Spectrum’s digital products and services? As a Sr CX Design Strategy Analyst, you will collaborate with teams across the business to identify friction points and craft innovative solutions that drive both satisfaction and operational excellence. Your work will create intuitive, scalable touchpoints that make a real difference for our customers.
This position is in an office environment with a hybrid work schedule. Eligible employees can work from home up to one day each week.
How You’ll Make an Impact
- Identify and support initiatives that simplify and enhance the customer experience across all touchpoints
- Audit and analyze current customer journeys to uncover pain points and develop targeted design interventions for improved usability and satisfaction
- Advocate for customer needs in planning and decision-making, balancing empathy with business goals
- Synthesize business requirements, research and data into actionable experience strategies and design solutions
- Design within complex ecosystems, considering customer needs, operational realities and technical constraints to deliver scalable solutions
- Create journey maps, service blueprints, wireframes, prototypes and visual designs that communicate intent and direction to stakeholders
- Establish and promote a shared customer experience vision, guiding cross-functional teams toward cohesive and differentiated outcomes
- Evolve design systems, patterns and guidelines to ensure consistency and quality across digital touchpoints
- Plan and participate in usability testing and feedback loops, leveraging insights to refine and improve designs
What You’ll Bring to Spectrum
Required Qualifications
Education
- Bachelor’s degree or equivalent experience
Experience
- 5+ years business analysis experience
- 5+ years telecommunications or technology/software product experience
Skills
- Passionate about customer-centric solutions for delivering best-in-class customer experience
- Skilled in handling complex and ad hoc requests
- Capable of managing multiple cross-functional projects simultaneously
- Able to oversee and approve requirements and test plans for assigned projects
- Strong partnership skills with internal and external stakeholders including vendor relationships
- Effective at working collaboratively within group environments
- Independent thinking and decision-making abilities
- Ability to solve problems and make decisions under pressure
- Effective prioritization and organizational skills
- Demonstrated judgment and initiative in job duties
- Analytical approach to problem solving and presenting recommendations
- Understanding of customer needs both expressed and implied
- Knowledge of process and project management
- Communicate clearly in English, both verbally and in writing
- Proficient with personal computer and software applications such as Word, Excel and Visio
Preferred Qualifications
Experience
- 5+ years CX/UX Design or CX/UX Strategy experience
Skills
- Ability to use Figma for creating experience maps, prototypes, user flows and proofs of concept
- Ability to design across complex ecosystems, considering products, services, channels, people and processes holistically
- Ability to create intuitive interaction models, wireframes, prototypes and polished visual designs balancing usability, accessibility and brand
- Map, analyze and optimize end-to-end customer journeys and service blueprints for measurable improvements
- Ability to partner effectively with product, engineering, brand and business stakeholders, influencing outcomes without direct authority
- Comfort designing for future states, ambiguity and change while balancing immediate delivery with long-term CX vision and scalability
- Familiarity with creating, applying and scaling design systems, reusable components and experience standards across touchpoints
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
FCC Unit: HQ452 Business Unit: Customer Operations
Zip Code: 06902
Who You Are Matters Here
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.